evolvewh

I need to come back to this and document the code for anyone wanting to use this but I was able to modify the client area a bit for support tickets in v4.0 Version used: 4.0 Backup all Support Manager files and database first!!! The following allows you to: 1) Add the status 'On Hold' 2) Add the different statuses in 'tabs' like you see above 3) Modify the status (mainly to change 'open' to Awaiting Staff or Client Reply') What I did not do: I did not edit the 'tabs' on the client view page from the admin side; it's only edited under Support -->> Tickets on the admin and client side. plugins/support_manager/views/default/admin_tickets.pdt Line 8, add: ['name'=>$this->_('AdminTickets.index.category_on_hold', true) . ' <span>(' . $this->Html->_($status_count['on_hold'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'on_hold' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/admin_tickets/index/on_hold/', 'class'=>'ajax']], plugins/support_manager/language/en_us/admin_tickets.php Line 28, add: $lang['AdminTickets.index.category_on_hold'] = 'On Hold'; plugins/support_manager/controllers/admin_tickets.php Line 102, add: 'on_hold' => $this->SupportManagerTickets->getStatusCount('on_hold', $this->staff_id), Line 179, add: 'on_hold' => $this->SupportManagerTickets->getStatusCount('on_hold', $this->staff_id, $client->id), plugins/support_manager/views/default/client_tickets.pdt Line 15 - 19 become: ['name'=>$this->_('ClientTickets.index.category_open', true) . ' <span>(' . $this->Html->_($status_count['open'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'open' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/open/', 'class'=>'ajax']], ['name'=>$this->_('ClientTickets.index.category_awaiting_reply', true) . ' <span>(' . $this->Html->_($status_count['awaiting_reply'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'awaiting_reply' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/awaiting_reply/', 'class'=>'ajax']], ['name'=>$this->_('ClientTickets.index.category_in_progress', true) . ' <span>(' . $this->Html->_($status_count['in_progress'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'in_progress' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/in_progress/', 'class'=>'ajax']], ['name'=>$this->_('ClientTickets.index.category_on_hold', true) . ' <span>(' . $this->Html->_($status_count['on_hold'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'on_hold' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/on_hold/', 'class'=>'ajax']], ['name'=>$this->_('ClientTickets.index.category_closed', true) . ' <span>(' . $this->Html->_($status_count['closed'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'closed' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/closed/', 'class'=>'ajax']] plugins/support_manager/language/en_us/client_tickets.php Lines 19-22: $lang['ClientTickets.index.category_open'] = 'Awaiting Company Reply'; // Modify this any way you want to display to your clients in their account area $lang['ClientTickets.index.category_awaiting_reply'] = 'Awaiting Client Reply'; // Modify this any way you want to display to your clients in their account area $lang['ClientTickets.index.category_in_progress'] = 'In Progress'; $lang['ClientTickets.index.category_on_hold'] = 'On Hold'; plugins/support_manager/controllers/client_tickets.php Line 81 - 85 become: 'open' => $this->SupportManagerTickets->getStatusCount('open', null, $this->client_id), 'awaiting_reply' => $this->SupportManagerTickets->getStatusCount('awaiting_reply', null, $this->client_id), 'in_progress' => $this->SupportManagerTickets->getStatusCount('in_progress', null, $this->client_id), 'on_hold' => $this->SupportManagerTickets->getStatusCount('on_hold', null, $this->client_id), 'closed' => $this->SupportManagerTickets->getStatusCount('closed', null, $this->client_id) plugins/support_manager/models/support_manager_tickets.php Line 301, add: where('support_tickets.status', '!=', 'on_hold')-> Line 1192, add: 'on_hold' => $this->_('SupportManagerTickets.status.on_hold'), Through phpMyAdmin, update the database to add 'on_hold' Table: support_tickets Go to structure and add 'on_hold' to the status column

I'm not. I edited plugins/support_manager/language/en_gb/admin_tickets.php and plugins/support_manager/language/en_gb/support_manager_tickets.php because I was adding the custom ticket status for 'on hold' that I did in 3.6.2. Update: You'll only see it if you have Error Reporting turned on. Turn it off and the page loads with no issues.

Has anyone seen this error when viewing the support tickets page as a client? Undefined variable: page_title_lang I am testing other minor changes but I have not done anything that should effect the page title language

You can check the task here and see it was completed along with the version CORE-2314

I'll add the request now.

The menu is controlled through bootstrap / CSS so if the screen size is <= 480px (regardless of the actual device), it gets a condensed version of the menu. @media only screen and (min-width: 480px) and (max-width: 767px) {

I'm not sure if this is an actual bug but I've noticed that when Additional Contacts login, they show up on the dashboard under 'Users Active Today' but their name or the account name does not appear in the Recent Users list.

Is this an April fools joke??? Just kidding!

Great work as always! Do you have the pricing together yet or is that still in the works?

You have to manually migrate the accounts since there are differences in the values stored in the database.

They took down the original version because of security issues (I believe) but they have said they are releasing an all new version for Blesta 4.0

It's my fault for not reading the docs but I will make a feature request to cancel any open invoice associated with the service being removed. Once the service is gone, I think the client should have to re order it and start over if that's what they choose to do. Feature request has been made here

Thanks for all of your tips here. I ended up turning off piping, removing the forwarders and creating the auto responder emails. I also updated the Blesta email templates and notified our clients of the changes. I'm really hoping this stops a lot of our headaches that were being created (not because of Blesta).

Thanks for the reminder about that email tag. I removed the forwarder and set the department to no piping but the system won't send a bounced email to the sender. I appreciate all of your help and I'm going to do some exploring to see if a solution like this even exists or not.

Right now, I figure they're going to be mad enough that they can't open tickets via email so a compromise is to still allow them to reply via email. Right now, if I were to take away the ability to reply via email, I don't see how a non registered client could track the status of their ticket(s) and reply to them.

I didn't remove the forwarder because I'm still wondering how someone who doesn't have a registered account would reply after they receive the first reply from us (not the autoresponder message). Wouldn't they need to then respond to the email they get and then that message would get piped into Blesta? Our main reason for doing this is to force clients to actually open a ticket to the correct support department and to stop forwarding un needed emails and attachments to us. We're also able to remind them on the department page that we need login details and any other specific information when they submit the initial ticket. It has turned into a real mess for us in having to move tickets to other departments, sending additional emails to request information that we should be able to get in the first message, etc. It's become very inefficient for us. I'm really hoping to make the Blesta support system work better for us because I don't like having multiple logins for clients, additional software for us to maintain, etc but maybe I'll come to find out that we need to look into a different support ticket solution. P.S. This is not a message to complain about the existing system. It's more to learn what is possible in terms of altering the way it works to fit our needs a bit better.

Unless I've done something wrong when implementing the noreply@ address, the tickets are still piping even when originally sent as an email instead of opening a ticket through the website. I did turn piping off for each department and I used noreply@ for the ticket bounce template. Which address should I be using for each department? I figured I would use the true department email since a client can respond to the email after an admin has made the first reply to a new ticket.

I think this is going to be a great change for us and I appreciate the information on how to make it happen!

Is there a way to force all tickets to be opened through the website only and if someone tries to by sending an email, automatically send an email back saying that they have to visit the site to open and reply to tickets? I know I can not setup piping but I also need to send the message back to them telling them that a ticket hasn't been opened and how to do so.

I see what you're referring to now.

In this case, there was an invoice created that the customer usually pays and we were not notified that they weren't going to pay it. We had the plugin set up to just cancel a service x amount of days after the existing invoice was due. The plugin cancelled the service but it left the original invoice open so that even after the service was gone, the client was able to pay that open invoice and assumed their service would be re activated even though it was already deleted. I will admit that we may have not configured this the 'right way' or the 'best way' and we recovered from the issue to keep our client happy. I'm just trying to learn more about the intended function / use so we can do a better job of implementing its use in the future.

What do you mean exactly? I was never able to 'properly' switch from cPanel Extended to the Core cPanel module for example. I could change the module but I would have had to manually add every service back in to the system.

We've just started using the Auto Cancel plugin and we had an open invoice and the plugin set to cancel an account 21 days after the invoice due date. The account cancelled but the invoice remained open and naturally, the client paid the invoice after the service was cancelled and removed from the server. Good thing for backups! Is this standard behavior for this plugin or should it have cancelled the associated invoice as well?

Thank you for updating us about this. It puts my mind at ease!

Just use the search feature at dev.blesta.com and it's really effective. If it doesn't turn up a result, it's probably not publicly announced yet.